Customer success manager/Admin/Analyst

EBONYWILLIAMS

P: 912-***-**** E: · *********@*****.***

SUMMARY

Dynamic and results-oriented with over 10 years of customer service experience and 4+ years in management/supervisory roles. Proven ability to enhance efficiency and customer satisfaction in a remote, global environment. Adept at leading offshore teams, utilizing strong analytical skills for performance management, and improving processes through effective training methods. Seeking to contribute to the success of a growing company in New Jersey.

SKILLS

Customer Service Management

Team Leadership and Development

CRM Tools (e.g., Salesforce, Zendesk)

QA & Metrics Management

Strategic Planning and Execution

Cross-Functional Collaboration

Workforce Training & Onboarding

Analytical Thinking & Problem Solving

Reporting, E-commerce, social media

Product Knowledge & Technical Support

Problem Solving & Conflict Resolution

Performance Management

EXPERIENCE

Remarketing Analyst II

Ally Financial (REMOTE) Jan 2022 -Jan 2025

Analyze customer behavior and campaign performance data to identify trends and opportunities for remarketing to help promote product to increase revenue. Modernize incoming emails to dedicated email drop boxes for departments.

communicate with different customers via email or chat on wide a range of time zones west coast, mid and east. To develop remarketing strategies based on customer insights and analytics to improve conversion rates, create reports, and perform data analysis to inform strategic business decisions and improve service delivery.

Resolve customer issues urgently while cross functioning with other teams. Develop cost-effective solutions by engaging with the project team, ensuring alignment with customer needs. Knowledge of AML and payment processing.

Payment processing, calculation of invoices.

Initiated process improvements that led to a 4% reduction in call resolution time and an 8% increase in customer satisfaction. Develop and conduct training programs to equip team members with the skills necessary to meet and exceed customer expectations.

Communicate with offshore team Global of call center representatives, fostering a high-performance culture through coaching, mentoring, and performance evaluations.

Account Maintenance and Setup

AmerisourceBergen (REMOTE) Jan 2021-Jan 2022

Assisted in managing a portfolio of 97 plus accounts, ensuring timely resolution of issues and fostering strong customer relationships.

Delivered outstanding customer support across multiple channels (phone, email, chat) consistently meeting and exceeding performance targets.

Onboarding doctors and healthcare professionals for pilot programs.

Documented customer interactions and escalated issues when necessary, ensuring swift resolutions and maintaining service quality merge emails from departments as well as customers.

Contributed to the development of a customer feedback program, gathering insights that informed service enhancements including onboarding.

Provided exceptional service to customers, managing high volumes of inquiries and resolving issues efficiently, leading to an 8% improvement in customer feedback ratings

Data Entry Operator CSR

Charles Schwab (REMOTE) Jan 2020-Jan 2021

Support for Taxpayers provided exceptional customer service and support to taxpayers, addressing inquiries and resolving complex issues efficiently, contributing to a 20% increase in customer retention.

Analytical Excellence leveraged analytical skills to assess communication channels, developing metrics that tracked success and informed strategic decisions for team improvement.

Prepared monthly Owner Requisitions, processed monthly requisitions, assist onboarding process and managed the change order process from clients calls.

Conducted regular check-ins with clients to assess satisfaction, address concerns, and promote new features, leading to a 7% increase in upsell opportunities.

Process Improvement Initiatives identified operational inefficiencies and executed process improvement initiatives, resulting in enhanced service delivery and customer experience.

Customer Service Manager

Food Lion/The Fresh Market Mar 2013-Jan 2020

Successfully scaled a distributed customer support team by 40%, focusing on recruiting, onboarding, training, and performance management to drive superior customer satisfaction.

Customer Experience Excellence, consistently achieved a 95% customer satisfaction rate, with strong results in issue resolution and cross/up-sell opportunities, aligning with organizational goals- in monitoring team-performance..

Operational Efficiency implemented metrics-driven strategies to enhance operational processes, leading to a 30% reduction in response time while maintaining SLAs.

Training & QA Programs designed and implemented comprehensive training and quality assurance programs, resulting in a 25% increase in first-contact resolution rates.

Cultivated a people-first culture within the team, exemplifying a learning mindset and a strong sense of responsibility, which significantly improved team morale and retention.

EDUCATION AND TRAINING

Certificate -HPT

Sav Tech College

Certificate – CSM- enrolled

Learn Wise

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